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Collections Team Lead

Arlington Heights, IL
onsite
Permanent / Full Time
55000 - 70000 USD / Yearly
We are looking for an experienced Collections Team Lead to help oversee daily collections operations for a growing Mortgage Servicing firm in a northwest suburb of Chicago, Illinois. This position supports departmental leadership by guiding staff, maintaining service standards, and helping ensure regulatory expectations and internal performance goals are consistently achieved. The ideal candidate brings strong mortgage collections knowledge, confidence in handling escalated delinquency matters, and a hands-on approach to coaching, reporting, and workflow coordination. Responsibilities:• Guide and support collectors through daily operations, offering direction on complex account issues and serving as a resource for challenging borrower situations.• Monitor individual and team performance through call reviews, side-by-side coaching, and ongoing feedback to strengthen quality, productivity, and accuracy.• Assist with training initiatives by reinforcing best practices, supporting onboarding activities, and helping team members build technical knowledge.• Step into frontline collections work when needed, including managing inbound borrower calls, handling queue activity, and supporting dialer-related tasks.• Oversee dialer performance by launching campaigns, tracking agent-level results, and adjusting activity to improve outreach effectiveness.• Partner with management to review reporting, evaluate workflow coverage, coordinate assignments, and prepare operational summaries for the department.• Address escalated delinquent mortgage accounts with appropriate urgency while meeting client timelines, service expectations, and departmental standards.• Review items such as fee or late charge waiver requests, provide payment-related guidance, and route approved actions for processing.• Help maintain compliance with applicable servicing regulations, collection laws, and company procedures while ensuring timely responses to borrowers and business partners.• Support supervisory activities such as timecard review, staff evaluations, performance observations, and recommendations for employee development.
2026-07-24T00:00:00Z